Celine Oon Siew Ling
Executive
Overview
32
32
years of professional experience
7
7
Certifications
Work History
Analyst, Customer Assurance Unit
Singlife Financial Advisors Pte Ltd
10.2024 - 01.2025
- Manage customer surveys and call-backs with accuracy and in a timely manner
- Support delivery of projects and monthly statistics
- Perform other duties periodically assigned by team lead
Consumer Relation Officer
Consumer Association of Singapore (CASE)
11.2023 - 08.2024
- Review disputes between consumers and business over the telephone, email, through face to face and online channels.
- Gather, collate and organize relevant documentation.
- Seek to achieve an amicable resolution for both parties through negotiation and mediation sessions in a timely manner.
- Ensure proper filing and prompt closure of all complaints.
- Call Centre duties
- Support and participate in CASE projects and initiatives
General Insurance Specialist, Call Centre
HSBC Life Singapore Pte Ltd
09.2022 - 05.2023
- Service customers on general insurance enquiries for Travel, Home, Motor and Personal Accident
- Service policy holders on renewals, endorsements, submission of documents, miscellaneous requests or any policy servicing matters
- Handle General insurance claim enquiries
- To highlight, investigate, escalate and solve problems or errors encountered
- Handle customers’ complaint by gathering the essential information before escalating the case to the team manager or the Complaints Handling Unit
Telesales Officer, Credit Sure Department
United Overseas Bank Limited
07.2018 - 02.2020
- Helping UOB customers to activate the protection features called Credit Sure Plus on the UOB credit cards and Cash Plus accounts, the bank will help to clear off all the outstanding amount on the UOB credit card and Cash Plus accounts should any mishap happen like death, total permanent disability or terminal illness happened to the account holders.
Telesales Officer
Sompo Insurance Singapore Pte Ltd
03.2017 - 07.2018
- Promote Personal Accident Plans that covers Accidental Death, Total Permanent Disabilities and Medical Reimbursement benefits
- Critical Illness Plans that covers Major Illnesses like Cancer, Heart Attacks and Stroke Retrenchment Benefits that pays monthly in the event when Involuntary Unemployment happened
Senior Bank Officer
United Overseas Bank Limited
12.2013 - 12.2014
- Handling outbound United Overseas Insurance (UOI) General Insurance products. Cross-selling of United Overseas Insurance for personal accidents and hospitalization campaign products.
- Deliver sales presentations for Critical Illness Plan
Associate
Overseas Assurance Corporation
09.2012 - 12.2013
- Handling inbound and outbound general insurance products such as Personal Accident, Hospitalization Insurance, Travel Insurance, Home Insurance, Motor Insurance and Maid Insurance. Assist Team Manager in preparing daily sales submission to Policy Services for processing of policy schedule and generation of Certificate of Insurance
- Checking Merimen Systems for NCD renewal and any claims history for motor insurance quotations
Senior Bank Officer
United Overseas Bank Limited
11.2010 - 07.2012
- Handling outbound United Overseas Insurance (UOI) General Insurance products. Providing, promoting and cross-selling of United Overseas Insurance personal accidents and hospitalization campaign products. Deliver sales presentations Critical Illness Plan
Telesales Consultant
Teleperformance Singapore
07.2009 - 10.2010
- Handling outbound AIG Personal Accident insurance products
- Providing comprehensive, financial advisory services to customers through active promoting and cross-selling of AIG campaign products. Generating AXA motor insurance quotations, enrolment and issuing motor insurance policy.
Bank Officer
OCBC Bank Limited
07.2007 - 12.2008
- Reconciliation of Fixed Accrued Interest Account, Trailer and Sales Commission on daily and monthly basis. Processing payments from Fund Houses for the Trailer and Sales Commission. Oversee receipt of payments for Trailer and Sales Commission from Fund House. Investigation for GL outages for daily and monthly reports. Processing Fund transfer within OCBC Bank and other Bank. Processing Fund transfer via Cashier Order and other account with Direct Debit Authorization
Customer Care Consultant Call Centre
American Home Assurance Company Singapore (AIG)
01.2006 - 11.2006
- Handling customers and agents inbound telephone enquiries on Motor, Home and Travel policies.
- Generate quotations for private cars and commercial vehicles
- Advising on renewal premium for the existing policy holders
- Cross selling of Basic Fire Insurance and Home Cover Contents and Loss of Use benefit for new and existing insurance policy holders
- Processing settlements of payments over the phone.
Bank Officer
HSBC Republic (Suisse) SA
10.2000 - 10.2002
- Preparation of Facility Letter and other supporting documents.
- Liaising with Account Officers on the outstanding documents
- Checking of security documents before maintaining the credit lines.
- In charge of line activation, suspension and cancellation of credit lines.
- Setting up & registration of security documents.
- Transferring of collateral value from safe keeping to collateral pools.
- Maintaining advance ratio for shares and bonds
Administration Assistant
American International Assurance (AIA)
12.1997 - 05.2000
- Administrative support in Claims Department
- Assisting Head of Department as the secretary role
- Handling hotline enquiries
- Providing customer service and attending inquiries
- Processing personal accident and travel claims
Bank Clerk
Citibank N.A
12.1992 - 11.1997
- Processing application for Inter- bank Giro for Citibank Visa, Master Cards and Personal Loan accounts
- Getting approval and follow up with different banks on various issues for the Inter-bank Giro application
- Cheques clearing for local and foreign currencies
- Processing waiver of annual fees and late charges for Ready Credit accounts by Citiphone request
- Processing of Inward and Outward Return Cheques and Return Giro daily
- Reading of cheques for Visa, Master card and Personal loans
Education
Diploma - Business Administration
International Business Management Educational Centre (IBMEC)
04.1998
Skills
Well-versed in Microsoft Word, Microsoft Excel, Power Point
Certification
Singapore College of Insurance
Awards
1998 - Model Staff Award for the Telephone Courtesy Contest in AIA, 2009 - Star Performer (AIG Campaign) – Teleperformance Singapore, 2010 - Best sales performer for AIG Personal Accident campaign for the month of March, 2014 - Top Third Sales Performer in UOB General Insurance team, 2018 - Top Sales Performer at Sompo Insurance Singapore Pte Ltd in the month of March 2018
TESTIMONIALS
- 1996 (Citibank N.A.) - Being nominated for hardworking, dependable and responsible staff. Shown a lot of initiative in problem solving resolutions
- 2000 (AIA) - Proven to be reliable, responsible and dedicated worker and also able to deal with people at all levels and is a good team player.
- 2006 (AIG) - Shown to be responsible team member and has eye for details and patience and polite to customers
- 2008 (OCBC) - Best endeavor at all times to perform work conscientiously and expeditiously; friendly, sociable and made contribution to the team
- 2010 (Teleperformance) – Top sales in the month of March 2010 in AIG campaign
- 2011 (UOB) - Best retention rate (90.56%) of the sales team in the month of January.
- 2012 (UOB) – Displayed good customer service skills and corresponded well with customers in marketing the general insurance products. Shown to be an independent worker with eyes for details and pleasant personality that fits in the department well. Always willing to help and work well with colleagues and was specially selected to pioneer a new insurance project due to my gentle personality that connects well with customers.
- 2014 (UOB) - Awarded for being the Best retention Champion with 100% retention rate for the sales total tarp in the month of June 2014
- 30 January 2023 (HSBC Life) – Received Compliment letter from Travel Insurance Policy Holder, Mr Lee for my prompt help and action as I managed to resolve his travel claim issue which was dragged over the course of 5 months (for incident happened in July 2022). I was able to check from the SmartClaim system and provided an update to him within one hour by calling him back personally although the claim was not successful.
- 15 March 2023 (HSBC Life) – Received Compliment letter from an Agent, Mr Raymond Tham for my excellent skills in handling his query with super patient and gentle which in his opinion has out perform some of the other staffs in other departments which have not even bothered to reply his email in term of customer service.
- 20 April 2023 (HSBC Life)-Received Compliment letter from Home Insurance Policy Holder, Mr Ung for being an asset to HSBC Life Corporation for being patience, understanding and very helpful in helping him to solve the issue of his home insurance claim and even went out of the way to retain his original policy document for his Homesurance.
Timeline
Analyst, Customer Assurance Unit
Singlife Financial Advisors Pte Ltd
10.2024 - 01.2025
Consumer Relation Officer
Consumer Association of Singapore (CASE)
11.2023 - 08.2024
General Insurance Specialist, Call Centre
HSBC Life Singapore Pte Ltd
09.2022 - 05.2023
Telesales Officer, Credit Sure Department
United Overseas Bank Limited
07.2018 - 02.2020
Telesales Officer
Sompo Insurance Singapore Pte Ltd
03.2017 - 07.2018
Senior Bank Officer
United Overseas Bank Limited
12.2013 - 12.2014
Associate
Overseas Assurance Corporation
09.2012 - 12.2013
Senior Bank Officer
United Overseas Bank Limited
11.2010 - 07.2012
Telesales Consultant
Teleperformance Singapore
07.2009 - 10.2010
Bank Officer
OCBC Bank Limited
07.2007 - 12.2008
Customer Care Consultant Call Centre
American Home Assurance Company Singapore (AIG)
01.2006 - 11.2006
Bank Officer
HSBC Republic (Suisse) SA
10.2000 - 10.2002
Administration Assistant
American International Assurance (AIA)
12.1997 - 05.2000
Bank Clerk
Citibank N.A
12.1992 - 11.1997
Diploma - Business Administration
International Business Management Educational Centre (IBMEC)
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